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Avaya 33820X Exam Syllabus Topics:

Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:

1. A new customer needs a solution that runs on their existing Avaya Aura® Unified Communication (UC) platform, and provides basic and advanced call center features like Expert Agent Selection and Best Service Routing.
Based on these requirements, which solution would you recommend to the customer?

A) Avaya Proactive Contact
B) Avaya Intelligent Customer Routing
C) Avaya Aura® Call Center Elite
D) Avaya Aura® Elite Multichannel

2. Refer to the exhibit.

This exhibit shows an example of the Call Management System (CMS) and Call Center Elite architecture. A customer wants CMS so It can manage their separate business units, departments, or locations from a single reporting point.
How many Automatic Call Distribution (ACD) queues can a single CMS system report on?

A) 10
B) 8
C) 5
D) 15

3. An existing customer is interested in an Avaya Aura® suite that is comprised of the following applications:
* Desktop applications
* Call Routing Server
* Multimedia services
* Management applications
Based on these requirements, which solution would you recommend to the customer?

A) Avaya Proactive Contact
B) Avaya Control Manager
C) Avaya Aura® Call Center Elite
D) Avaya Aura® Elite Multichannel

4. A customer wants an Avaya Breeze® Snap-in that allows business analysts, non-technical resources and developers the ability to write logical business process flows.
Which Avaya Breeze® Snap-In would you recommend?

A) Context Store Snap-In
B) Enhanced Call Control Snap-in
C) Engagement Designer Snap-In
D) Presence Snap-in D)

5. A customer wants to use their Contact Center strategically, rather than just as a mechanism to field customer calls. Which three are Workforce Engagement optional add-ons? (Choose three.)

A) Quality Monitoring
B) Workforce Management
C) Desktop and Process Analytics
D) Speech/Voice Analytics
E) Customer Feedback

Solutions: